Description

Key Responsibilities

Process Adherence and Escalation Enablement

• Support adoption of escalation standards across the Service Delivery team.
• Ensure team members understand when to escalate, how to escalate, and what information is required for effective decision-making.
• Review escalations for timeliness, completeness, quality, and appropriateness.
• Identify recurring patterns of delayed escalation, missed escalation, or low-confidence escalation behavior.
• Partner with leadership to ensure escalated issues result in timely follow-up, clear ownership, and meaningful resolution.
• Reinforce the message that escalation is a healthy operational practice designed to protect delivery quality and customer outcomes.

RCA Review and Quality Assurance

• Audit root cause analyses completed by team members to ensure they are thorough, evidence-based, and aligned to the actual issue.
• Assess whether RCAs are identifying underlying causes rather than surface-level symptoms.
• Ensure corrective and preventive actions are specific, actionable, and clearly tied to findings.
• Flag weak RCA submissions and provide direct feedback or coaching to improve quality.
• Help establish consistent standards, templates, and review criteria for RCA documentation.

Team Enablement and Coaching

• Provide hands-on coaching to Service Delivery team members on escalation judgment, issue communication, RCA methodology, and quality expectations.
• Support behavior change by helping team members build confidence in raising issues without hesitation.
• Deliver refreshers, examples, and practical guidance to improve consistency in execution.
• Work closely with managers to support adoption of standards while maintaining trust and accountability across the team.

Product Innovation and Cross-Functional Process Improvement

• Act as a conduit to the Product Innovation team, ensuring key process improvements, recurring pain points, and operational learnings are clearly communicated and documented to help refine the Service Delivery product.
• Gather process-related feedback from the Service Delivery organization and help translate it into clear, constructive inputs for Product Innovation review.
• Host the monthly Product Innovation calls and ensure ideas, observations, and recommendations are collected, structured, and framed appropriately for discussion.
• Help connect frontline service delivery realities with broader product and process enhancement efforts.
• Partner cross-functionally to improve workflows, reduce friction points, and strengthen alignment between operations and product evolution.

Audit, Reporting, and Governance

• Build and maintain an audit cadence for escalation, RCA, and process adherence reviews.
• Track adherence to established standards and highlight areas of risk or inconsistency.
• Produce regular reporting on escalation quality, RCA quality, repeat issues, process gaps, and operational compliance trends.
• Escalate systemic issues, process breakdowns, and recurring gaps to Service Delivery leadership.
• Recommend changes to process, training, workflows, or governance based on audit findings and operational trends.

Continuous Improvement

• Identify patterns and root causes behind repeated service delivery issues.
• Translate audit findings and team feedback into practical recommendations that reduce future risk.
• Support stronger cross-functional alignment on quality expectations, issue resolution, and process improvement priorities.
• Contribute to a culture of accountability, transparency, and continuous improvement across the Service Delivery organization.

Qualifications

• 3–6+ years of experience in service delivery, operations, quality assurance, customer success operations, enablement, or process improvement roles.
• Demonstrated experience working with operational processes, quality controls, internal compliance standards, or workflow improvement initiatives.
• Strong understanding of escalation management and issue-handling best practices.
• Experience reviewing or conducting root cause analysis using structured methods such as 5 Whys or similar frameworks.
• Proven ability to coach or support team members in improving adherence to process and operational standards.
• Strong analytical skills with the ability to identify patterns, gaps, and process breakdowns.
• Excellent English written and verbal communication skills.
• Strong facilitation and stakeholder management capabilities.
• High attention to detail and sound professional judgment.

Preferred Experience

• Experience in a B2B services, agency, consulting, or outsourced delivery environment.
• Experience designing or improving SOPs, QA frameworks, scorecards, audit processes, or enablement materials.
• Familiarity with change management, service operations governance, or process improvement programs.
• Experience coordinating across operations and product or innovation-focused teams.
• Experience facilitating recurring operational or improvement-focused meetings.

Why us:

- Fully sponsored thrice-a-week lunches.

- Bi-annual festival bonuses as per local regulation.

- Menstrual leaves for female employees. (Conditions apply)

-Be part of a fast-growing international marketing agency serving North American clients.

-Competitive compensation packages tied to performance KPIs, with more employee perks in development.

-Work in a high-performance, fun, and politics-free environment.

-Collaborate closely with leadership and cross-functional teams.

-Gain exposure to global marketing standards and best practices.

-Grow your career in an organization that values ownership, ideas, and continuous learning.

-Make a visible impact as we scale and strengthen our presence in Bangladesh.